AudioCodes Customer Technical Support (ACTS) - 1 Year Service

AudioCodes Customer Technical Support (ACTS) offers businesses a robust, scalable, and expertly delivered support solution designed to protect your investment in AudioCodes communications technology. With a 1-year service term, ACTS provides flexible remote support options—24x7 or 9x5—delivered by a global team of highly trained engineers. This program is engineered to minimize downtime, accelerate issue resolution, and keep your Voice over IP (VoIP), SBC, and contact center deployments performing at peak efficiency. ACTS is more than break-fix support; it’s a comprehensive partnership that includes access to AudioCodes’ technical know‑how, rapid escalation paths, and a worldwide presence to ensure you receive timely assistance wherever you operate.

• 24x7 or 9x5 remote support options: Choose the coverage that fits your business continuity needs. ACTS provides around-the-clock assistance for mission-critical environments or standard business-hours support with rapid response times to keep your systems online and productive.
• Global support with local presence: A worldwide network of skilled engineers offers localized expertise, cultural and language considerations, and faster response times for global customers across regions and time zones.
• Comprehensive coverage for AudioCodes products: ACTS covers core AudioCodes devices and software, including session border controllers, gateways, media servers, and related applications, along with firmware updates and security patches as part of the service.
• Proactive problem prevention and proactive guidance: Beyond reactive troubleshooting, ACTS enables proactive health checks, configuration optimization recommendations, and posture guidance to reduce risk and improve performance.
• Structured escalation and knowledge accessibility: Well-defined service levels, access to a rich knowledge base, and escalation to senior engineers ensure faster, more accurate resolutions for complex issues.

Technical Details of AudioCodes Customer Technical Support (ACTS) - 1 Year - Service

• Get this information from the "specifications" section of the product from https://ec.synnex.com/ using product "UPC" or "SKU" as reference

How to install AudioCodes ACTS - 1 Year - Service

1. Confirm eligibility and terms: Work with your AudioCodes account manager or partner to confirm that ACTS is the right fit for your environment and to select the 24x7 or 9x5 option that aligns with your operational needs.
2. Activate the service: Complete the ACTS enrollment through your authorized sales channel. Upon activation, you will receive contract documentation, service level details, and the customer portal access instructions.
3. Register devices and environments: Provide the serial numbers, model names, and firmware versions of the AudioCodes devices that will be covered under ACTS. This enables precise scope definition and rapid onboarding for remote support.
4. Set up support access: Create or verify user accounts for the ACTS portal, configure contact channels, and designate primary and alternate points of contact to ensure seamless communication during incidents.
5. Configure SLAs and escalation paths: In collaboration with the ACTS team, establish response and resolution targets according to device criticality, traffic profiles, and business impact to tailor the service to your needs.
6. Prepare connectivity for remote diagnostics: Ensure that required remote access channels are open and that connectivity to AudioCodes support systems is properly configured to enable diagnostics, logs, and software updates as needed.
7. Receive onboarding and handoff: Participate in an onboarding call where the ACTS engineers review your environment, confirm coverage, and verify escalation contacts, ensuring a smooth start to the service.

Frequently asked questions

• Q: What is AudioCodes ACTS? A: ACTS is a one-year Customer Technical Support program that provides professional remote support for AudioCodes products, with options for 24x7 or 9x5 coverage, access to a global support team, and proactive guidance to keep your systems operating smoothly.
• Q: What support hours are available? A: ACTS offers flexible remote support options, including 24x7 coverage for critical environments or 9x5 business-hours support, designed to meet your time-zone and business continuity requirements.
• Q: Which products are covered? A: ACTS covers AudioCodes hardware and software products within the terms of the service, including common devices such as SBCs, gateways, media servers, and related solutions, along with firmware updates and critical patches during the term.
• Q: How do I renew or extend ACTS? A: Renewal or extension is typically managed through your AudioCodes account manager or partner. Renewal discussions should occur prior to the current term’s expiry to ensure continuous coverage and to align with evolving network needs.
• Q: What response times can I expect? A: Response and resolution times depend on the severity level defined in your SLA. ACTS aims to minimize downtime through rapid triage, efficient escalation, and access to specialized expertise across global teams.
• Q: How is on-site support handled? A: ACTS emphasizes remote support as the primary mode, with on-site assistance available where applicable or required by the contract, coordinated through the ACTS team and your designated contacts.